I ended up declining the survey altogether. In retrospect, I would have given low score instead. At the time I started the thread, I felt like it would do no one any good to score the service accurately (average), and dock someone's pay. Since then, the service has gotten worse. They "forgot" to get my plates transferred, after we discussed all of this at purchase, and I got pulled over by the local police the other day. Apparently it was never switched. The MA phone transferred me midsentence to someone else at the dealership, and I had to start all over. No word back from them again, rarely get a hold of the MA, and obviously no apology.

The MINI can sell itself. That job could easily be a minimum wage position.

 

This reminds me

I never got the dealer survey ? Although i did get the survey for service.. Should i call mini ? sorry for the digression

 

My MA ordered the wrong configuration and didn't realize it until the vehicle was delivered. Then I spent another 3 months waiting for a re-order again from Oxford. Eventually when the vehicle was ready, NAV wasn't configured and I had to remind my MA about the snow-board rack and map light.

A couple little things, and a big one...I just seemed to get the impression that I was one person out of a long line and had been forgotten. MINI does sell itself, so I felt this is just something we put up with because of supply/demand.

It's been a few days, and I'm now driving a flawless beauty of a vehicle that I couldn't be happier in. My MA was always friendly and polite; price never changed, the deal was no-hassle, and in the end I have what matters most to me in perfect condition, so I marked 5's based on this sole reason. (I heard the speech about the survey and figure at least I make up for it in karma - and he owes me a favor or two, as one honest another human being to another )

 

Do Mini drivers tip 20% even when the service is bad? Maybe, I think that in whole, we are just an overly nice bunch of folks.

 

In stewing over this another day, I am less upset about the survey and more upset about the coercion and manipulation by the survey company, MINI North America, and my dealer.

The point of the survey is to get feedback from customers (not a bad idea). However, those customer comments should be anonymous. There is NO need for the dealer or MA to know my name (or share it with other Mini owners as proof of getting 5s). As I see it, if a number of customers (no names given) believe an MA lacks certain things, then they have what they need to improve--for ALL customers.

The fact that Mini North America and dealers allow the coercion (in those pleas for 5s) and the survey company does not disclose that your name will be shared along with your comments (manipulation), in my opinion should be investigated. I work in research that includes human subjects and I can tell you this is a big no-no.

Yesterday, after receiving the email regarding the "no pay" from my MA, I felt like my relationship with that dealership would be tarnished due to my being honest. Then I realized that I was jumping the gun. I have decided to let this song play out. If I do notice any blatant disregard or extremely poor service from this point on, then I will take further action.

At the end of the day, I love my car and I am willing to give the dealer and the MA a chance to provide good service post-delivery.

 

The point of the survey to the dealer is to get all 5s. The point to us (the customers) would appear to give feedback. If the dealer/salesmen are using cohersion to change the survey from a 4 to a 5 it proves the survey is useless.

I believe most car companies now send out these surveys. On the previous car I purchased the salesman went over every question on the survey and said to answer with 5s. What a turn off. My mini MA didn't even mention the survey. Mini USA called and left a message about the survey and left a message to call back. I most likely would of given all 5s but didn't bother calling back as these surveys are useless as they do not improve customer service. They are just another way for the corporate company to take money from the salesman.

 

I don't remember getting a survey. If I did it was via email or a mailing. I got no phone call. My experience (Scottsdale) was superb though. They stayed late on a Sunday (I bought off the lot in one day), did the whole detail/go over the car thing. No way should they pressure someone to give all 5s. And it's BS if he says it costs him $$ if you don't. Maybe he get a bonus at the end of the quarter if he scores high or something, but saying you personally could cost him money is lying and they should get docked for that IMO. And I'd mention it on a survey too as well as dock them for being dishonest.